XCALLY section	Channel Account → Advanced Tab → Tools section
On this page	1 What’s about 2 Requirements 3 Configuration 3.1 Video Tutorial 4 How it works 4.1 Incoming message translation 4.2 Outgoing message translation

What’s about

AVAILABLE FROM VERSION 3.42.0

Real-time Translator is the translation feature for messages on textual channels in realtime.
Thus, agents will be able to translate incoming and outgoing messages during text conversations via SMS, WhatsApp, Chat and Open Channel. The purpose is to facilitate interaction with customers of different languages, allowing agents to receive immediate translation of messages and send translated responses quickly and efficiently.

Requirements

You need to enable on your license the Text Translator add-on
You need to configure a cloud provider in Tools section, that can be Google Cloud or AWS with the relative APIkey that must have permissions for translation service and auto-detect feature:
- If you use an AWS Account, you need to enable these permissions for the AWS user, with whom the APIkey is associated: Amazon Comprehend (required for language auto-detect) and Amazon Translate to perform the translation
  So enter in IAM Users on your AWS Account → search for the user associated with the APIKey → select, if you want, the user group to which the IAM user belongs → add permissions → attach policies → select the policy name and add it
- Moreover consider that Amazon Comprehend supports only some regions that you can explore at this link (if you encounter problem with Real-time Translator feature, you can check from the logs that it is not an issue related to unsupported region)
  While if you want to check supported regions for Amazon Translate you can open this link, but in this case you need to select the desired region to view offered services
- To check the supported languages you can explore official Google Cloud and AWS documentation:
  - AWS: Supported Languages on AWS
  - Google Cloud (which offers more options): Supported Languages on Google

Configuration

Video Tutorial

https://app.guidde.com/share/playbooks/azQbYLAuTb6C54fZEthcTk?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

The admin or supervisor can enable the feature from the Advanced tab of the accounts of the various text channels, by switching on the option Translation Feature Enabled and selecting the Cloud provider used by the translation service among the configured AWS or Google Cloud accounts (if no provider is selected, the feature is disabled).

If you choose an AWS Cloud Provider, you need to select also a supported region.

By enabling the option, when an agent will handle conversation, he will be able to use the feature.

To keep track in reports of both the original and translated messages for incoming and outgoing messages, columns were added to the existing tables, populating them with translated messages (default=NULL if message translation is not requested).
Moreover the export feature (both agent-side and supervisor-side) will export both the original language string and the translated language string (showing the translation column only if the license provides for it).

How it works

Incoming message translation

If agent does not understand the language of the received message, he can click on 3 dots menu and selects “Translate” button

The original message will be replaced by the one translated into the language selected on the header menu (so output language is the one selected on Agent’s GUI), while the language of the original message is recognized using the auto-detect feature made available by providers.

If the language selected in the motion GUI is not supported by the translation provider, clicking the Translate button, an error message will display warning that the target language is not supported

Moreover below the incoming message, it is possible to view the info text translated (it-en) with indication of the two involved languages.

In any case, if the agent wishes to view the original message again, he can click the 3 dots menu and select the button “Hide Translation”

Outgoing message translation

When the agent wishes to reply in a language not familiar for him, he can request assistance to translation tool.
In this case the agent writes the message in the usual textarea, but instead of pressing Enter, he clicks the flag icon visible to the right of the textarea to enable the Real-time Translator.

A modal will appear with on the left the message written by agent and on the right the message translation in the customer’s language. In fact if the agent in the same conversation has already translated an incoming message from the user, the language is pre-selected with the one of the source messages (e.g., if the user writes in Italian and the agent translates from Italian to English, when the modal appears Italian is selected by default).

Moreover on the modal, the agent has the option to change the language in which to translate the message and he can also edit it if he wants to add/modify some information.
At the end he can click on Send Translated Answer

Consider that it’s possible to open this modal without writing a message in the textarea, but directly by clicking on flag icon and write from here the desired messages